A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.
Legal claims defining the scope of protection. Each claim is shown in both the original legal language and a plain English translation.
1. A method, comprising: collecting, by a web application server of a real-time monitoring system, events and data for an agent from a scheduling system and a phone router; collecting, by the web application server of the real-time monitoring system, time keeping events and data from a time keeping system, the time keeping data comprising clocked-in time, clocked-out time, lunch time, and break time, the time keeping events comprising whether the agent is out on break, on lunch or sick; presenting, by a message broker of the real-time monitoring system, at least one view of the at least one user interface of normalized events and data to one of a staff application user interface and a desktop application user interface; wherein a display of details for a particular skill of the at least one agent comprises details of the at least one agent for the particular skill, and wherein the details comprise an adherence state, a reason for being out of adherence, an adherence percentage, and a working skill; wherein the reason for being out of adherence comprises a number of agents inactive on the switch, working but not scheduled, working and schedule mismatch, working the wrong skill, clocked in but not working and not scheduled, on break but working, at lunch but working, and clocked out but scheduled; wherein the display of details for a particular agent comprises working skills of the particular agent and adherence history of the particular agent; wherein the at least one view comprises: at least one level of display, wherein the at least one level of display includes a display of details across a plurality of sites, a display of details for a particular site, a display of details for a particular skill, and a display of details for a particular agent; and wherein the display of details for the particular site comprises details of at least one agent in the particular site, wherein the details comprises an adherence percentage, a reason for not being in adherence, a working skill of the at least one agent, a scheduled skill of the at least one agent, a time clock state of the at least one agent, real-time statistics for the particular site, the real-time statistics comprise a number of total agents, a number of agents scheduled, a number of agents clocked-in, a number of working agents, a number of agents who are inactive on a switch, a number of agents who are working but not scheduled, a number of agents who are working a wrong skill, a percentage of agents in adherence, and a number of agents out of adherence.
A real-time monitoring system tracks agent adherence to schedules. It collects agent data from a scheduling system (planned activities) and a phone router (actual call handling). It also gathers timekeeping data (clocked-in, break times) to determine if agents are following their schedules. The system then presents this data in a user interface, showing adherence status, reasons for non-adherence (e.g., wrong skill, unscheduled work), adherence percentage, and current working skill. The UI offers multiple views: across all sites, a specific site, a particular skill, or an individual agent. Site-level details include the number of agents scheduled, clocked in, working, inactive, or out of adherence, along with real-time statistics.
2. The method of claim 1 , wherein a phone skill that the agent is currently taking calls for is also referred to as a working skill and wherein a phone skill name that the agent is currently scheduled to take calls for is also referred to as a scheduled skill.
The real-time agent monitoring system, as described previously, defines an agent's "working skill" as the phone skill they are currently using for taking calls, as reported by the phone system. The "scheduled skill" represents the phone skill the agent should be using at that time, as defined in the scheduling system. This distinction allows the system to compare current activity against the planned schedule.
3. The method of claim 2 , wherein non-adherence by the agent is indicated when the working skill differs from the scheduled skill.
Building on the real-time agent monitoring system where "working skill" is the current call handling skill and "scheduled skill" is the planned skill, the system flags an agent as non-adherent when their working skill (actual call handling) doesn't match their scheduled skill (planned activity). This mismatch indicates a deviation from the intended schedule.
4. The method of claim 1 , wherein the scheduling system generates at least one schedule for an agent.
In the real-time agent monitoring system, the scheduling system is responsible for creating and maintaining agent schedules, defining planned activities and skills for specific time slots. This schedule serves as the baseline for determining agent adherence.
5. The method of claim 1 , wherein normalizing the events, data, time keeping data comprises computing the event, data, and time keeping data in a high performance computing server.
As part of the real-time agent monitoring system, the normalization process of events, data, and time keeping information—integrating information from scheduling, phone and timekeeping systems—is performed on a high-performance computing server to efficiently handle the volume of data. This ensures timely processing of agent adherence data.
6. The method of claim 1 , wherein the at least one view comprises at least one level of display, wherein the at least one level of display includes a display of details across a plurality of sites, a display of details for a particular site, a display of details for a particular skill, and a display of details for a particular agent.
The real-time monitoring system displays agent adherence data through a user interface with multiple levels of detail: a high-level overview across multiple sites, detailed information for a specific site, a breakdown for a particular skill, or detailed data for an individual agent. Each level provides relevant adherence metrics and statistics.
7. The method of claim 1 , wherein the adherence percentage is calculated by dividing the number of agents who are in adherence over the number of total agents and multiplying the result by 100.
The real-time agent monitoring system calculates an "adherence percentage" to quantify how well agents are sticking to their schedules. This percentage is calculated by dividing the number of agents currently adhering to the schedule by the total number of agents and then multiplying the result by 100.
8. The method of claim 7 , wherein the number of agents who are in adherence is calculated by subtracting the number of agents who are out of adherence from the number of total agents.
In the real-time agent monitoring system calculating adherence, the number of agents currently in adherence is determined by subtracting the number of agents currently out of adherence from the total number of agents. This difference is then used to calculate the adherence percentage.
9. The method of claim 1 , further comprising locating and monitoring at least one agent.
The real-time agent monitoring system includes the ability to locate and monitor individual agents within the contact center environment, going beyond just reporting aggregate adherence metrics.
10. The method of claim 9 , wherein locating at least one agent comprises performing a search for at least one agent across a plurality of sites, in a particular site, or for a particular skill.
Within the real-time agent monitoring system's agent location feature, users can search for agents across multiple sites, within a specific site, or based on a particular skill. This allows for targeted monitoring and management of agent activities.
11. The method of claim 10 , wherein monitoring at least one agent comprises at least one of: adding at least one agent to a watch list; selecting an agent from the at least one agent; viewing details of the agent in the at least one view; and notifying the at least one user in response to the at least one agent in the watch list one of initially becoming active on a switch, initially being scheduled, and exhibiting an initial time clock state other than Logged Out.
The real-time agent monitoring system allows users to monitor agents by adding them to a watchlist, selecting them to view details in the user interface, and receiving notifications when an agent becomes active on a switch, is initially scheduled, or exhibits a time clock state other than logged out. This enables proactive management of agent adherence.
12. The method of claim 1 , wherein the phone router comprises a phone skill name that the agent is currently taking calls for and comprises a state of the agent's phone at that time.
As part of the real-time agent monitoring system, the phone router provides key information about each agent, including the phone skill the agent is currently handling calls for (working skill) and the agent's current phone state (e.g., active, inactive).
13. The method of claim 12 , wherein the state of the agent's phone comprises active or inactive on the phone router.
Within the real-time agent monitoring system, the state of an agent's phone, as reported by the phone router, indicates whether the agent is currently active or inactive on the phone system. This state is crucial for determining adherence, as an inactive agent may be out of adherence if they are scheduled to be taking calls.
14. The method of claim 1 , comprising periodically fetching the events and data from the phone router, including a change to at least one of a phone skill name that the agent is currently taking calls for and a change to the phone state of the agent.
The real-time agent monitoring system periodically retrieves events and data from the phone router, capturing changes in the agent's current phone skill (the skill for which they are currently handling calls) and the agent's phone state (active/inactive). This frequent fetching ensures near real-time adherence tracking.
15. The method of claim 1 , comprising normalizing the events, the data, the time keeping data of multiple data formats.
As part of the real-time agent monitoring system, the normalization process handles events, data, and time keeping information coming in various formats, converting them into a consistent format for analysis and display. This allows the system to integrate with diverse scheduling, phone, and time keeping systems.
16. The method of claim 1 , comprising generating normalized data and at least one user interface comprising the normalized data, by a server side process of the real-time monitoring system.
In the real-time agent monitoring system, a server-side process is responsible for generating both the normalized data and the user interface that displays this data. This centralized approach ensures efficient data processing and consistent UI presentation.
17. The method of claim 16 , wherein the at least one user interface is one of a staff application user interface and a desktop application user interface.
The real-time agent monitoring system presents its user interface as either a staff application user interface or a desktop application user interface, catering to different user preferences and environments. Both interfaces display the same normalized adherence data.
18. The method of claim 17 , comprising providing the normalized data to a message broker of the real-time monitoring system.
The normalized data generated by the real-time agent monitoring system's server-side process is then passed to a message broker, which distributes the data to the different user interfaces or other system components that need it. This facilitates real-time updates and efficient data dissemination.
19. A system, comprising: a web application server, collecting events and data for an agent from a scheduling system and at least one phone router; the web application server, collecting time keeping events and time keeping data from a time keeping system, the time keeping data comprising clocked-in time, clocked-out time, lunch time and break time, the time keeping events comprising whether the agent is out on break, on lunch or sick; wherein a message broker of a real-time monitoring system presents at least one view which comprises: at least one level of display, wherein the at least one level of display includes a display of details across a plurality of sites, a display of details for a particular site, a display of details for a particular skill, and a display of details for a particular agent; wherein the display of details for the particular site comprises details of at least one agent in the particular site, wherein the details comprises an adherence percentage, a reason for not being in adherence, a working skill of the at least one agent, a scheduled skill of the at least one agent, a time clock state of the at least one agent, real-time statistics for the particular site, the real-time statistics comprise a number of total agents, a number of agents scheduled, a number of agents clocked-in, a number of working agents, a number of agents who are inactive on a switch, a number of agents who are working but not scheduled, a number of agents who are working a wrong skill, a percentage of agents in adherence, and a number of agents out of adherence; wherein the display of details for the particular skill of the at least one agent comprises details of the at least one agent for the particular skill, and wherein the details comprise an adherence state, a reason for being out of adherence, an adherence percentage, and a working skill; wherein the reason for being out of adherence comprises a number of agents inactive on the switch, working but not scheduled, working and schedule mismatch, working the wrong skill, clocked in but not working and not scheduled, on break but working, at lunch but working, and clocked out but scheduled; wherein the display of details for a particular agent comprises working skills of the particular agent and adherence history of the particular agent.
A real-time monitoring system comprises a web application server that collects agent data (scheduling, phone router) and timekeeping data (clocked-in, break times). A message broker presents a user interface with multiple views: across sites, a specific site, a particular skill, or an individual agent. Site-level details include adherence percentage, reasons for non-adherence, working/scheduled skills, time clock state, and real-time statistics (total agents, scheduled, clocked-in, working, inactive, wrong skill, adherence percentage). Skill-level details include adherence state, reason for non-adherence, adherence percentage, and working skill. Individual agent details comprise working skills and adherence history. Reasons for non-adherence encompass various scenarios (inactive, unscheduled, mismatch, wrong skill, improper clock status).
20. A non-transitory computer readable storage medium comprising instructions that, when executed by a processor, perform: collecting, by a web application server of a real-time monitoring system, events and data for an agent from a scheduling system and at least one phone router; collecting, by the web application server of the real-time monitoring system, time keeping events and data from a time keeping system, the time keeping data comprising clocked-in time, clocked-out time, lunch time, and break time, the time keeping events comprising whether the agent is out on break, on lunch or sick; and presenting, by a message broker of the real-time monitoring system, at least one view of the at least one user interface to one of the staff application user interface and the desktop application user interface; wherein the at least one view comprises: at least one level of display, wherein the at least one level of display includes a display of details across a plurality of sites, a display of details for a particular site, a display of details for a particular skill, and a display of details for a particular agent; wherein the display of details for the particular site comprises details of at least one agent in the particular site, wherein the details comprises an adherence percentage, a reason for not being in adherence, a working skill of the at least one agent, a scheduled skill of the at least one agent, a time clock state of the at least one agent, real-time statistics for the particular site, the real-time statistics comprise a number of total agents a number of agents scheduled, a number of agents clocked-in, a number of working agents, a number of agents who are inactive on a switch, a number of agents who are working but not scheduled, a number of agents who are working a wrong skill, a percentage of agents in adherence, and a number of agents out of adherence; wherein the display of details for the particular skill of the at least one agent comprises details of the at least one agent for the particular skill, and wherein the details comprise an adherence state, a reason for being out of adherence, an adherence percentage, and a working skill; wherein the reason for being out of adherence comprises a number of agents inactive on the switch, working but not scheduled, working and schedule mismatch, working the wrong skill, clocked in but not working and not scheduled, on break but working, at lunch but working, and clocked out but scheduled; wherein the display of details for a particular agent comprises working skills of the particular agent and adherence history of the particular agent.
A computer-readable medium stores instructions for real-time agent monitoring. The instructions, when executed, cause the system to collect agent data from scheduling and phone systems, along with timekeeping data. The system presents a user interface showing details across sites, for a specific site, for a particular skill, or for an individual agent. Site details include adherence percentage, reasons for non-adherence, working/scheduled skills, time clock state, and statistics (agents scheduled, clocked-in, working, inactive, wrong skill, adherence percentage). Skill details include adherence state, reason for non-adherence, percentage, and working skill. Agent details include working skills and history. Reasons for non-adherence cover scenarios like inactivity, unscheduled work, schedule mismatch, wrong skill, and incorrect clock status.
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April 25, 2016
August 15, 2017
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